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Information Systems Help Desk Support Specialist Resume

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Brooklawn New, JerseY

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SUMMARY:

  • Experienced professional with 6+ years of IT experience in delivering exceptional customer satisfaction and improvement. Proficient in front - end and back-end operations, design, development and support. Proven track record of managing projects on schedule including design, development, implementation and documentation. Strong interpersonal and technical communication skills as well as ability to attain network, system and application level solutions.
  • Personal strengths include strong communication and organization skills, performing duties in areas of increased responsibility and creating a positive work environment with a strong record of and a broad range of proven skills.
  • Motivated, personable, accomplished IT professional with CompTIA A+ and a successful track record of solid work experience; talent for quickly mastering technology; diplomatic and tactful within working with all levels of management and colleagues; excellent team-building skills; accustomed to handling high volumes of data; history of working in fast-paced and deadline-driven environments and producing accurate, timely reports.

TECHNICAL SKILLS:

Skills: User Support Problem Identification & Analysis Testing & Troubleshooting Customer Service User & Orientation Client Needs Fulfilment Network Connectivity Project Planning & Management Inventory Tracking Systems & Network Upgrades VOIP Administration Application Support Systems Integration/Migration Report Preparation Productivity Software Imaging Microsoft Exchange Server Windows & Mac Platform

PROFESSIONAL EXPERIENCE:

Confidential - Brooklawn, New Jersey

Information Systems Help Desk Support Specialist

Responsibilities:

  • Provided specialized and timely technical support and resolution for over 200 employees via phone, e-mail, and live support to resolve issues that prohibited employees from completing tasks including on-call after hours support. Managed, maintained, and supported an in-house customized database proprietary to Confidential specializing in installation, provisioning laptops/configuration of workstations, user support, and performance management.
  • Daily activities included escalation and closure of help desk tickets, creation of new hire access, and removal of terminated employee access while working within a priority-based environment within the network; SLA Cisco, SonicWall, in-house servers, MS Exchange, VPN, Microsoft SharePoint, offsite QA team iPads, and active directories. Managed both the software and hardware that is associated with Evolve Phone Platform/VOIP.

Confidential - Cherry Hill, New Jersey

Information Systems Support Specialist

Responsibilities:

  • Duties: Served as Customer Support Representative to over 1,000 clinicians and employees responsible for the planning and delivery of customer support services, including installation, configuration, troubleshooting, and customer assistance in response to customer requirements which fostered customer relationship building and problem resolution management. Served as subject matter expert (SME) and participated in a wide variety of projects with an emphasis on software applications, utilities and electronic health records (EHR) system.
  • Provided customer and support, technical help desk activities, provided first/second level support for technical resources and services, business services, as well as support to service design and service transition processes. Executed the day-to-day operations of the help desk to ensure specific needs of the customers were met in a timely manner and according to service level agreements.

Confidential - Hurlburt Field, Florida

Client Systems, Help Desk Support Specialist

Responsibilities:

  • Duties: Provided automation support for the unit by creating remedy tickets, installed, operated, and performed unit maintenance on multifunctional information processing systems. Maintained accountability of computer systems and re-imaged workstations, created over 700 accounts for users to operate effectively. Briefed new users on security requirements, provided quarterly security briefings in accordance with regulatory guidance, monitored and enforced computer security and resolved non-compliance issues.
  • Identified recurring, problematic and unprecedented IT deficiencies and investigated their cause(s) and recommended remedial action to operating officials to ensure continuity of operations, satisfied end-user requirements and enhanced customer service. Provided user on PC hardware and software operations via telephone, email, remote access, and through onsite customer visits.

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